포털사이트에서 이메일 서비스의 전환의도에 영향를 미치는 직접적 요인과 상황적 요인에 관한 연구

목차 (Table of Contents)

• 요약
• I. 서론
• II. 문헌 연구
• 2.1 전환의도
• 2.2 서비스에 대한 고객만족
• 2.3 전환장벽
• III. 연구모델 및 가설
• 3.1 연구모델
• 3.2 연구가설
• IV. 연구 방법
• 4.1 연구변수
• 4.2 자료수집 및 측정방법
• 4.3 표본의 특성
• 4.4 타당성 및 신뢰성 분석
• V. 분석 결과
• 5.1 가설 검증
• 5.2 가설검증 결과요약
• VI. 결론 및 시사점
• 참고문헌
• 부록
• Abstract

참고문헌 (Reference)

1 "인터넷 쇼핑몰에서 고객가치와 전환장벽이 재구매 의도에 미치는 영향에 관한 연구" 2004

2 "이동통신서비스에서 전환장벽이 고객유지에 치는 조절효과에 관한 실증연구" 2003

3 전자신문, "사이버공간에서의 e프라이버시 보호정책" 전자신문 2002.7

4 "고객만족 및 전환 장벽이 점포 애호도에 미치는 효과에 관한 연구" 14 (14): 47-74, 1999

5 "e메일 업계 ‘G메일’, 경계령" 2004.7

6 "e-SERVQUAL: 인터넷 서비스 품질의 소비자 평가 측정 도구" 17 (17): 73-95, 2002

7 "Why customers switch? The dynamics of satisfaction versus loyalty" 12 : 1998

8 "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes" 55 : 441-450, 2002

9 "Understanding the Structure of Consumers Satisfaction Evaluations of Service Delivery Journal of the Academy of Marketing Science" 223-244,

10 "The Structure and Determinants of consumer Complaint Intentions and Behavior Journal of Economic Psychology" 219-247, 1993

11 "The Social Psychology of Groups" John Wiley and Sons 1959

12 "The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value" Harvard Business School Press 1996

13 "The Effects of Satisfaction and Structure Constraints on Retailer Exiting Journal of Marketing" 320-352,

14 "Switching Costs, Alternative Attractiveness and Experience as Moderators of Relationship Commitment in Professional, Consumer Services" 11 (11): 470-491, 2000

15 "Switching Barriers and Repurchase Intentions in Services" 76 (76): 2000

16 "Service Marketing, New York: Harper Collins" Harper Collins 1996

17 "Selected Determinants of Customer Satisfaction and Complaint reports Journal of marketing Research" 21-28, 1983

18 "Satisfaction and Repurchase Intentions in the Service Industry: The Moderating Influence of Switching Barriers" 1998

19 "Relational benefits in services industries" spring1998

20 "Quality Information and Knowledge, Englewood Cliffs" 1999

21 "Perceived Ease of Use and User Acceptance of Information Technology" 1989

22 "On the Use, Usefulness and Ease of Use of Structural Equation Modeling in MIS Research: A Note of Caution" 19 : 237-246, 1995

23 "Interorganizational Exchange Behavior in Marketing Channels Journal of Marketing" 68-78,

24 "Findings from Sweden Journal of Marketing" 53-66, 1994

25 "Effects of Relationship Marketing on Satisfaction and Prices in the Life Insurance Industry Journal of Marketing Research" 404-411,

26 "Development of an Instrument Measuring User Satisfaction of the Human-Computer Interface" 213-218, 1998

27 "Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL)" 2 (2): 31-47, 2001

28 "Defensive Marketing Strategy by Customer Complaint Management Journal of Marketing Research" (v) : 337-346, 1987

29 "Customer Switching Behavior in Service Industries" 59 : 71-82, 1995

30 "Customer Satisfaction: A meta-Analysis of the Empirical Evidence" 29 (29): 16-35, 2001

31 "Customer Satisfaction, Productivity, and Profitability: Difference Between Goods and Services" 16 : 129-145, 1997

32 "Case studies in organizational behaviour" 11 (11): 92-93, 1985

33 "A Longitudinal Test of the Investment Model The Impact on Job Satisfaction Journal of Applied Psychology" 1983

34 "A Concept Model of Service Quality its Implications for Future Research Journal of Marketing" 1985

35 "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Journal of Marketing Research" 1980

36 ""A national satisfaction barometer:the Swedish experience" 56 (56): 6-21, 1992